Aylin Prato Arteaga

Bilingual English–Spanish operations and customer service professional with 20+ years of experience in management, administration, team leadership, sales, and client relations. Proven ability to coordinate daily operations, improve service quality, manage competing priorities, support teams, and build strong customer and vendor relationships. Organized, dependable, and solutions-focused with strong judgment and a hands-on approach to problem solving.

Customer Service Representative at GOAT Insurance Broker (2024-08 – Present)

• Resolve customer inquiries by phone and email while providing prompt, accurate, and professional support.
• Manage policy renewals, updates, and customer records in CRM systems with strong attention to detail.
• Assist customers throughout the claims process, providing guidance and clear communication through resolution.
• Handle escalated calls and complaints with empathy, professionalism, and effective problem solving.
• Analyze customer feedback and recurring issues to recommend service improvements and enhance the client experience.
• Maintain detailed records of customer interactions and follow up to ensure timely issue resolution.
• Assist customers with company website navigation and online orders, improving ease of service and overall user experience.

Assistant Manager at Progress English Academy (2022-12 – 2024-12)

• Supervise day-to-day operations to meet performance, quality, and customer service expectations.
• Monitor cash intake and deposit records, maintaining accuracy and resolving discrepancies.
• Conduct inventory counts, verify stock levels, investigate variances, and anticipate future needs.
• Support scheduling and delegation of assignments to maintain appropriate coverage and service levels.
• Coach and mentor team members to strengthen accountability, performance, and professional development.
• Develop customer service, sales, merchandising, and promotional strategies to increase engagement and support revenue growth.
• Respond to customer concerns and help build a loyal, highly satisfied customer base.

Assistant Manager at Maidpro St. John (2018-08 – 2022-02)

• Supervised work teams and coordinated daily assignments to support service quality and operational efficiency.
• Managed staff scheduling and adjusted employee coverage to meet changing customer and business demands.
• Recruited, trained, and supported new employees while maintaining performance standards.
• Monitored cash intake, deposits, and inventory while identifying and resolving discrepancies.
• Handled customer complaints and service requirements, working toward timely and satisfactory resolutions.
• Provided hands-on customer assistance and maintained strong knowledge of customer preferences and service needs.

Manager of Operations at A & J Marble LLC (2004-11 – 2018-07)

• Directed daily operations and established effective communication between staff, clients, vendors, and leadership.
• Identified and resolved unsafe, unauthorized, or ineffective practices to support quality and operational standards.
• Managed vendor and supplier relationships, including coordination of purchasing and operational budgets.
• Developed, implemented, and optimized internal policies and procedures to improve responsiveness and workflow.
• Coordinated production schedules with client requirements to streamline work and meet deadlines.
• Prepared estimates and supported sales activities both in the office and at client locations.

Business Administration in Business Administration – Delnu Centro Empresarial (2001 – 2001)